Gainsight helps innovative companies protect and nurture their most valuable asset - their customers - with the power of our award-winning platform. With our Customer Success Solution, you can gain deeper insights into customer behavior, operationalize the customer lifecycle, and coordinate actions and results across teams.

This article supports Gainsight NXT, the next evolution of the Customer Success platform. New and upgraded customers are deployed on Gainsight NXT.

If you have not upgraded and are using Gainsight Salesforce Edition, you can find supporting documentation here.

Introduction

Gainsight Person model is used to store unique records to represent people in the real world. The Gainsight Person model uniquely identifies a Person across all of their associated Companies and Relationships.

Let’s consider a person named John Smith who works at Acme and look at the attributes that you would like to store about John. The attributes can be divided into three categories:

The personal attributes of John like his Name, Email, Mobile phone, Twitter profile, LinkedIn profile, etc.

The associated details of John while working at Acme (in the context of Company) that includes Company name, Title/Designation, Office phone, Manager, etc.

The attributes of John associated to a Relationship at Acme like a project implementation or business unit. In this scenario, the attributes might include Role, etc. To learn more about the context of Relationships in Gainsight, refer TBD << Relationships Overview >>.

The above three categories of attributes are stored in the Person model as per configuration in the following sections in this channel:

Person Mapping

Associate People to Companies

Associate People to Relationships

This article walks you through how you can insert people and their associated details of Company or Relationship into the Gainsight Person model.

Prerequisites

Make sure that the company and relationship records that you want to associate with person records are inserted into the Gainsight Company and Relationship objects respectively.

Uploading Person Records

To insert Person records into the Gainsight Person model, Navigate to Administration > Person > UPLOAD. You can see four sections in this page:

Upload CSV File

Person Mapping

Associate People To Companies

Associate People To Relationships

Upload CSV File

To upload person records from the CSV file:

Navigate to Administration > Person > UPLOAD.

In the Upload CSV section, click Download a sample CSV to view the required fields to download and view the sample csv which has the required headers. This sample csv file helps you identify the mandatory and optional headers required in a CSV file to upload person records with association details of Company and Relationship. The headers in the csv file are shown below:

First Name

Last Name

Name: The combined first and last name of the person being added.

Email [Mandatory]: Make sure that the email address of each user record is unique.

Company Name

Role

Below is a sample CSV file with headers that you can use to insert person records (as shown) with associated details of Company and Relationship into the Gainsight Person model.

Email header in the csv file is required for the person mappings explained in the next section. For the Name header, you can either include it, or include First Name or Last Name. If you do not provide any of the aforementioned headers, you will not be able to proceed from the person mappings section.

Notes:

Gainsight supports inserting 5000 records in a single CSV upload.

You can choose to associate People with one or more Companies and Relationships. This can be accomplished by duplicating People data within the CSV along with varying Company data. An example of this is available in the sample CSV shown above.

You can add people in the CSV file that are already existing in the person object but with different Company or Relationship association details to load records into the Company Person or Relationship Person object.

You will begin job configuration by mapping fields to create unique People records. Uniqueness is ensured based on the Email field.

After configuring your source CSV file, click BROWSE to select a file from your local machine and to upload. The same CSV headers are used for mapping with fields in the Gainsight Person model in the Person Mapping Section.

Person Configuration page always supports the files which are encoded with UTF-8 only.

Header Line is always 1, this field informs that 1st line in the CSV file is considered as Header for field mappings in the job configuration.

User should use the same separator for field values in the job configuration which is used in the CSV file to upload. By default, (comma) is selected as the separator for field values but users can change it as required.

Quote Character is used to import a value (along with special characters) specified in the Quotation while importing data. It is recommended to use the same Quote Character in the job configuration which is used in the CSV file to upload. By default, Double Quote is selected in the job configuration but users can change to Single Quote as required.

Escape character is used to include special character in the value. By default, Backslash is used as Escape Character before special character in the value. It is recommended to use Backslash in CSV file to avoid any discrepancy in the data after loading.

Multi select separator is a separator for multiple items in a multi select dropdown list field. Users should use the same separator in the job configuration which is used in the CSV file to upload. By default ; (Semicolon) is selected as the separator for the multi select dropdown list items but users can change it as required.

Click SHOW PERSON MAPPING. Person Mapping section appears.

Person Mapping Section

In the Person Mappings section, mapping following csv headers to the Person object fields is mandatory:

Email

First Name, or Last Name, or Name. Mapping any one of these csv headers to the respective fields is mandatory. If you map First Name and/or Last Name with Person fields, values in the Name field is automatically populated.

Review People Section

Review the new Person records added from the CSV under the New Records section. You can see entries from the CSV that already exist as Person records under the Existing Records section.

Click ADD PEOPLE under the New Records to add them to Gainsight Person. Associate People To Companies section appears.

Click ASSOCIATE PEOPLE TO COMPANIES to proceed with associating these new / existing people to companies in Gainsight.

Associate People to Companies

Here you can establish associations of newly added or existing person records with companies in Gainsight.

Mapping

Configure the required mappings between the source CSV headers and the Target Fields in this section. This mapping results in populating values from the mapped CSV headers to target fields.

Lookup Mapping

Mapping Company ID is mandatory while establishing an association of a person with a company in Gainsight. You can configure Company ID (GSID) configuration using derived mappings in the Lookup Mapping section. Using Direct import lookup, you can ingest GSIDs from the Company object into the Company ID (GSID) field. This is to lookup to the Company object and match one or more CSV headers with one or more fields in the Company object and fetch Gainsight ID (GSID) of a Company record into Company ID field. For more information on this configuration, refer Data Import Lookup.

Lookup type: Select Direct. Lookup for Company ID is always Direct. You can change this to Self in the custom lookup field mappings. (When you add new lookup mappings by clicking +FIELD MAPPINGS)

From:Company object is selected by default. You can select any other object in the custom lookup field mappings.

To Target field:Company ID field is selected by default. You can select any other field in the custom lookup field mappings.

Match by: Company Name in the csv file with Name in Company object. Click ADD ANOTHER to add another field to match. You can add up to six headers to fields matching.

Select the appropriate options in When multiple match and When no match found. These options are selected by default for Company ID field mapping. You can change them to other options in the custom lookup field mappings.

Click APPLY to save this configuration. New person records are now associated with companies in Gainsight according to your lookup configuration.

Click + FIELD MAPPING to add another custom lookup field mapping of a person associated with a Company.

Click PREVIEW to view the Person records that are associated to Companies in Gainsight. You can see multiple companies if there are multiple company associations for a person.

Click ASSOCIATE PEOPLE TO RELATIONSHIPS to proceed associating these new / existing people to Relationships in Gainsight.

Associate People to Relationships

If you have Relationships enabled in your org, you can establish associations of newly added or existing people with Relationships in Gainsight. This section is not applicable if you do not have Relationships enabled or if you do not want to associate people to Relationships.

Mapping

Configure the required mappings between the source CSV headers and the Target Fields in this section. This mapping results in populating values from the mapped CSV headers to target fields.

Lookup Mapping

Mapping Relationship ID is mandatory while establishing an association of a person with a Relationship in Gainsight. You can configure Relationship ID (GSID) configuration using derived mappings in the Lookup Mapping section. Using Direct import lookup, you can ingest GSIDs from the Relationship object into the Relationship ID (GSID) field. This is to lookup to the Relationship object and match one or more CSV headers with one or more fields in the Relationship object and fetch Gainsight ID (GSID) of a Relationship record into Relationship ID field. For more information on this configuration, refer Data Import Lookup.

Lookup type: Select Direct. Lookup for Relationship ID is always Direct. You can change this to Self in the custom lookup field mappings. (When you add new lookup mappings by clicking +FIELD MAPPINGS)

From: Relationship object is selected by default. You can select any other object in the custom lookup field mappings.

To Target field:Relationship ID field is selected by default. You can select any other field in the custom lookup field mappings.

Match by: Relationship Name in the csv file with Name in the Relationship object. Click ADD ANOTHER to add another field to match. You can add up to six headers to fields matching.

Select the appropriate options in When multiple match and When no match found. These options are selected by default for Relationship ID field mapping. You can change them to other options in the custom lookup field mappings only.

Click APPLY to save this configuration.

Click + FIELD MAPPING to add another custom lookup field mapping of a person associated with a Company.

Click PREVIEW to view the Person records that are associated to Relationships in Gainsight. You can see multiple relationships if there are multiple relationship associations to a person.

Click ASSOCIATE RELATIONSHIPS to complete associating the person records to Relationships in Gainsight.